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Koniag Government ServicesCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service orientation with the ability to communicate technical information clearly to non-technical users. Proficient in troubleshooting Windows and Mac operating systems, with experience in help desk ticketing systems and a commitment to ongoing professional development.
Highest-signal resume keywords
Customer Service OrientationTroubleshooting Windows Operating SystemsExperience With Help Desk Ticketing SystemsHDI Customer Service Representative CertificationTechnical Problem-Solving Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Respond to customer inquiries and support requests via phone, email, chat, and ticketing systems
- Diagnose and resolve basic to intermediate technical problems according to established procedures
- Document customer interactions, troubleshooting steps, and resolutions in the ticketing system
- Escalate complex issues to Tier II or Tier III support teams when necessary
- Follow up with customers to ensure satisfaction and complete resolution
- Identify and document recurring issues to improve products and services
- Maintain knowledge of company products, services, and policies
- Contribute to knowledge base articles and support documentation
- Meet or exceed performance metrics related to call handling, ticket resolution, and customer satisfaction
- Participate in training to improve technical knowledge and support skills
- Complete required technical certifications within specified timeframes
- Assist with special projects assigned by management
- Maintain a professional and courteous demeanor with customers
Requirements
What you’ll need- High School Diploma or GED required
- 3-5 years of experience in customer service or technical support
- Experience with help desk ticketing systems and remote support tools
- Background in supporting hardware, software, or IT services preferred
- Must be willing to obtain HDI Customer Service Representative Certification (or equivalent) within 6 months of employment
- Ability to obtain a Public Trust
- Strong customer service orientation and ability to communicate technical information clearly to non-technical users
- Basic understanding of computer systems, networks, and common software applications
- Proficiency in troubleshooting Windows and/or Mac operating systems
- Experience with help desk or ticketing systems such as ServiceNow, Jira, Zendesk, or similar
- Excellent verbal and written communication skills
- Ability to multi-task and prioritize in a fast-paced environment
- Strong problem-solving skills and attention to detail
- Ability to follow established processes and procedures
- Basic knowledge of IT security best practices
- Proficiency with Microsoft Office Suite
- Ability to work independently and as part of a team
- Patience and empathy when dealing with frustrated customers
- Commitment to ongoing professional development and technical learning
Benefits
Comp & perks- Medical, dental, and vision insurance
- 401(k) retirement plan
- Paid time off
- Paid parental leave
- Life and disability insurance
- Flexible spending accounts
- Commuter benefits
- Tuition reimbursement
- Ongoing professional development and technical learning opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Mac Operating SystemsBasic Understanding Of Computer SystemsBasic Knowledge Of IT Security Best PracticesProficiency With Microsoft Office SuiteExperience Supporting HardwareExperience Supporting SoftwareExperience Supporting IT ServicesDocumenting Customer InteractionsMeeting Performance MetricsMulti-Tasking And Prioritizing
Soft Skills
Excellent Verbal Communication SkillsExcellent Written Communication SkillsPatience And EmpathyAttention To DetailAbility To Work Independently
Tools & Technologies
ServiceNowJiraZendeskRemote Support ToolsTicketing Systems
Certifications & Qualifications
HDI Customer Service Representative CertificationPublic Trust Eligibility
Industry Keywords
Customer SupportTechnical SupportHelp DeskPerformance MetricsKnowledge Base Articles